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India Calling - A Report on the Call Center Industry
Scope eKnowledge Center Pvt Ltd, Jan 2002, Pages: 123
India, with its intrinsic strengths is being touted as “Outsourcing Destination of Choice” for call centers and global players are fast calling up Indian shores for outsourcing their requirements. With Nasscom having projected a US$ 142.0 billion industry by 2008, there is a gold rush happening today. Beyond all this hype and euphoria there is a pertinent need for a report, which projects the realities of the “Indian Call Center Market”.
Based on several personal in-depth interviews with top-level executives in the industry call center operators, solution providers, training majors, the report offers a realistic assessment of the current status of the industry and a futuristic view of the industry. This report thus is of relevance not only to existing call center players but also potential entrants, banks/financial institutions/venture capital funds that are likely to fund these enterprises, IT majors who want to foray into this lucrative space and other global companies both in the call center business and others who want to sharply reduce their costs by outsourcing to India.
The report aims to provide the much needed answers to key questions such as:
- What is the current status of Indian Call Center Industry?
- What is the current services spectrum?
- What is the existing value chain in the industry and is there a value migration that is taking place?
- How does the call center fit into the overall CRM strategy?
- Will the integrated call center make the conventional communication channels redundant?
- What are the factors that you should consider before deciding on the location?
- What is the kind of monies that one should invest while building a global call center?
- Where is the money being channeled? Is labor the main cash guzzler or is it technology?
- How important is metrics in this industry? What are the key metrics that are being monitored in this industry?
- Quality- Is it a mere fashion statement in this business? Are Indian players really serious about this key parameter?
- How important is the agent to your firm’s success? What is the kind of training and retention strategies that you should have in place?
- Is India the only outsourced destination? Who are the other global competitors? How is India placed vis-à-vis other countries such as Canada, Australia, Jamaica etc
- What are the key concerns that is/ likely to affect this industry?
- What are the major emerging trends in this nascent industry?
- What should you do to emerge as a successful player in this industry?
Comprehensive profiles of major players in this business are an integral part of this report. The report carries a foreword by Mr. Kiran Karnik, President, Nasscom.
The report also carries personal views and insights provided by some of the key players in the call center industry.
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